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Wolters Kluwer · 17 hours ago

Senior Customer Success Specialist

Chicago, IL

Full-time

Hybrid

Mid, Senior Level

$77K/yr - $134K/yr

3+ years exp

Wolters Kluwer is seeking a Senior Customer Success Specialist who will play a pivotal role in their customer success strategy. This role involves overseeing advanced customer interactions, managing escalated inquiries, and contributing to customer retention initiatives to enhance overall customer satisfaction.

BankingFinanceInformation ServicesInformation TechnologyLegalMobilePublishingSoftware

Responsibilities

Oversee advanced customer onboarding

Manage escalated customer inquiries

Provide highly specialized troubleshooting and problem resolution

Conduct advanced product usage training for customers

Regularly monitor customer performance and engagement metrics

Develop detailed documentation and reports on customer interactions

Partner with sales/support teams for complex customer solutions

Identify and execute opportunities for customer service improvements

Contribute significantly to team projects and customer retention strategies

Provide mentorship and guidance to junior team members

Qualification

Customer InsightTechnical TroubleshootingIn-depth Product KnowledgeTechnical ProficiencyAdvanced Analytical SkillsStrategic CommunicationLeadershipCustomer AdvocacyMultitaskingData-orientedProject ManagementDetail-orientedPresentation Skills

Required

Bachelor's degree required

3+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization

High level of communication skills tailored to various audience needs

Deep understanding of customer behavior and needs

Ability to deeply analyze performance metrics

Proficiency in resolving advanced technical issues

Comprehensive knowledge of all product features and updates

Ability to provide guidance and mentorship to peers

Promote customer interests within the organization

Advanced skills with CRM software and support tools

Excellent project management skills

Detail-oriented, self-motivated, and excellent multitasking skills

Familiarity with customer success platforms and CRMs (Salesforce, etc.)

Data-oriented, consultative approach to promote product utilization with customers

Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives

Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

Hybrid role - Qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office

Preferred

Business Health Administration preferred

Healthcare background, preferred - including knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators

Knowledge of EHRs and workflows

Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows

Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures